Ch 3 Cust Service

As a service provider, the key element in making your customer interactions successful is____

to recognize how you tend to communicate by asking those who know you best for feedback

Pet peeves or hot buttons are behaviors such as ___________

Putting someone's call on hold without permission

The silent bond built between two people as a result of sharing common interests is called ________-

Rapport

To deliver quality service effectively, a service provider must _________

Deal with the human being first

_________ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning

Decoding

Which of the following is most likely to cause conflict?

Dependent outcomes

An emotion-reducing communication strategy that helps in handling conflict is

Empathizing with customer

T or F: Eye contact with a customer should be made frequently and held for at least 30 seconds

False

Which of the following is an example of nonassertive behavior?

Giving a limp and weak handshake

The business of customer service _______

Is all about people

Which of the following statements best describes noise?

It refers to the physiological or psychological factors that interfere with the accurate reception of information

Which of the following is most likely to lead to a communication breakdown?

Listen to me

A communication delivered through speech or signals is known as _______

Message

Resentment, frustration and retaliation often result when employees believe their supervisor is ________

Misusing their power

Which of the following is an element of an interpersonal communication model?

Noise

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called _______

Paraphrasing

Dialogue that is used to enhance relationships, show civility, and build rapport is called ______-

Small talk

When something goes wrong, a service provider should _____

Take responsibility and take appropriate action

T or F: Before providing feedback, taking into consideration the knowledge and skill level of customers is part of encoding

True

The response to a sender's message that allows both the sender and receiver to now that a message was received correctly is called

Verbal feedback

Why is nonverbal feedback more powerful than spoken or written feedback?

Verbal feedback is often subject to interpretation

Which of the following statements is true of the problems associated with channels of communication?

Written communication has the potential for misunderstanding of words

Two way communication involves _____________

an application of all the elements of interpersonal communication

Projecting a presence that is assured, confident and capable without appearing aggressive or arrogant is known as your level of:

assertiveness

You are a customer service provider. When the telephone rings ________

clear your head, focus on the telphone and answer professionally and cheerfully